Quality and technology acceptance model of e-ticketing reservation in PT KAI (study in railway station Purwokerto)

PAMUNGKAS, Wanesa Putri (2018) Quality and technology acceptance model of e-ticketing reservation in PT KAI (study in railway station Purwokerto). Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

Service operation management is related to providing services to customers or service users. This involves understanding our customers’s needs, managing processes that provide services, ensuring organizational goals are met, while also paying attention to the continual improvement of services. The ease of technology emerging in today’s era globalization greatly helps life, revolutionize the way people live and do business. For example in transportation industry which is currently innovating in order to improve services to consumers, PT Kereta Api Indonesia (KAI) collaborates with some online marketplaces such as Traveloka, Blibli.com, Tiket.com even the official website of PT KAI it self not only promoting their products and services but sell the tickets by online. So, customers can more easily get travel tickets just by online reservation to get e-ticketing and do not need to stand in line at the counter. Using quality variable that include system quality and information quality and Technology Acceptance Model (TAM) variable, the result of this study can be conclude that: (1) there is postive effect of system quality, information quality, and perceived ease of use on perceived usefulness, (2) there is positive effect of system quality and information quality on perceived ease of use, and (3) there is positive effect of perceived usefulness and perceived ease of use on intention to use.

Item Type: Thesis (Skripsi)
Nomor Inventaris: C18317
Uncontrolled Keywords: Service operation management, technology, online reservation, e-ticketing, system quality, information quality, TAM.
Subjects: C > C1020 Customer services
P > P144 Performance standards
Divisions: Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User: Mrs Endang Kasworini
Date Deposited: 13 Aug 2020 01:44
Last Modified: 02 Sep 2020 03:23
URI: http://repository.unsoed.ac.id/id/eprint/4898

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